I contacted deliveroo support team for assistance with a payment that crashed and they were unable to resolve it for me. I paid for a £30 gift card and that was lost when the app crashed. They said I would need to wait 48 hours for a refund of the gift card. When I'm obviously ordering there and then, they were unable to provide we with a new gift card code so I could replace my order. I shouldn't need to pay £67.99 for one meal when I have bought the voucher and the app crashed causing this error. When I spoke to erika on live chat I had to ask 3 times to be put through to her supervisor. Her manager abigail was equally unhelpful and said I had to wait 2 days to use my voucher to order my food (which I'm buying today) which makes no sense and isn't reasonable. I think your staff need more training on how to resolve issues for their customers and more tools available to help them to do that.